Workforce Engagement Management

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πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

  • 1.  πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 30 days ago

    The time has come to test your WEM knowledge!!!!!

    For the rest of WEMAI i.e. the month of May, we are running the WEMAI Trivia Event (click here)πŸ™ŒπŸ™ŒπŸ™ŒπŸ™ŒπŸ™Œ and with it the chance to win a prize from the Community's Prize Wall

    Do you know your stuff or are you really good at guessing πŸ˜‰         

    Make sure you answer the bonus question for 3 extra points. Believe me when I say those points usually decide the winner!

    Bonus Question: If your workplace could have an AI-powered mascot designed to boost employee engagement, what would it look like?

    Be creative and post your ideas in the comments.

    Good luck, everyone 🀞🀞


    #WorkforceManagement

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    Tracy
    Genesys
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  • 2.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 29 days ago
    Edited by Robert Wakefield-Carl 28 days ago

    My WEMBot would be a small critter that can work its way into all the aspects of WEM - able to find solutions for and make recommendations for the following top 10:

    1. Provide preferential selection for agents workplans based on their adherence to schedules and other gamification metrics.
      Assigning schedules based on agent | Genesys Cloud Ideas Portal (aha.io)
    2. Able to change status of agents from On Queue to other status according to their schedule
      Automatic change of agent status at the | Genesys Cloud Ideas Portal (aha.io)
    3. Able to add part-time agents to schedules as needed based on head count and actual call stats
      Automatically increase part-time agent | Genesys Cloud Ideas Portal (aha.io)
    4. Assign specific learning modules into schedules instead of just a block of CBT time
      Allow learning modules to be scheduled in | Genesys Cloud Ideas Portal (aha.io) 
    5. Assign learning modules based on gamification metrics like ACW over 3 minutes - assign "How to finish your call" module
      Tie Learning suggestions to Gamification | Genesys Cloud Ideas Portal (aha.io)
    6. Equate completion of learning to specific metrics
      Report on how Learning affects metrics | Genesys Cloud Ideas Portal (aha.io)
    7. Equate savings in AHT, Transfers, Holds, Hold Time, and Agent Knowledge Gap as related to use of Agent CoPilot features
      Add specific data points like ACH and AHT | Genesys Cloud Ideas Portal (aha.io)
    8. Able to automatically reschedule agents based on Time-off, late notifications, and FTE requirements
      Allow automatic rescheduling of agent on | Genesys Cloud Ideas Portal (aha.io)
    9. Create an overall conversation score considering sentiment, empathy, silence, overtalk, and other gamification metrics combined
      Conversation Scoring | Genesys Cloud Ideas Portal (aha.io)
    10. Allow emotion-based rating of calls in real time and getting supervisor on the line.
      Real-time Speech Analytics and Sentiment | Genesys Cloud Ideas Portal (aha.io)

    My WEM Mascot - Wembly



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰